Refund & Return Policy

Last updated: May 8, 2026

At Fayesso, we want you to shop with confidence. If something isn't right with your order, we're here to make it right. This policy explains when you can request a return, refund, or replacement, how to do it, and what to expect.

If you have any questions before, during, or after your order, please email us at support@fayesso.com.

1. Our 30-Day Satisfaction Guarantee

You may request a return for any reason within 30 calendar days of the date your order is delivered.

To qualify for a return under this guarantee:

  • The item must be unused, in its original condition, and (where applicable) in its original packaging.
  • You must contact us within 30 days of delivery to start the return.
  • For made-to-order or custom items, please see Section 5 below.

If 30 days have passed since your delivery date, we are unable to offer a refund or exchange under this guarantee. You may still contact us about manufacturing defects (see Section 3).

2. How to Start a Return

  1. Email support@fayesso.com within 30 days of delivery with the following information:
    • Your order number
    • The item(s) you wish to return
    • The reason for the return
    • For damaged or incorrect items, please include clear photos of the product and the shipping label
  2. Our customer support team will reply within 2 business days with return instructions and a return shipping address.
  3. Pack the item securely and ship it to the address we provide. Please keep your tracking number — we recommend using a trackable shipping method.
  4. Once we receive and inspect the item, we will email you to confirm approval or rejection of your refund.

Important: Do not return any item to the address shown on the original shipping label without first contacting us. Items returned without authorization may not be received or refunded.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 calendar days of delivery at support@fayesso.com with:

  • Your order number
  • A clear photo of the item showing the issue
  • A clear photo of the shipping label

In these cases, we will cover the cost of return shipping and offer you the choice of:

  • A full refund to your original payment method, or
  • A free replacement (subject to stock availability), or
  • Store credit for the full value of the item

4. Lost or Undelivered Packages

If your tracking shows your package has not moved for an extended period, or if the maximum delivery window has passed without delivery, please contact us at support@fayesso.com. We will investigate with the carrier and either reship your order or issue a full refund at our cost.

Claims for lost packages must be submitted within 30 days of the original order date. We are unable to investigate claims older than that, as carriers typically close their records after this period.

If tracking shows your package as "Delivered" but you have not received it, please:

  • Check with neighbors and household members
  • Look for a delivery notice from the carrier
  • Contact the carrier directly with your tracking number
  • Email us at support@fayesso.com within 7 days of the delivery date

We will assist with carrier investigations, but we are unable to refund packages that the carrier has confirmed as delivered to the correct address unless an investigation concludes otherwise.

5. Made-to-Order and Custom Items

Some items in our store are produced specifically for you after you order (custom, personalized, or made-to-order products). Because these items cannot be resold, our return policy for them is:

  • Manufacturing defects, damage in transit, or wrong item shipped: Full refund or free replacement at our cost (see Section 3).
  • Buyer's remorse, change of mind, or wrong size selected by the customer: Returns are not accepted, but we may offer a partial credit at our discretion. Please contact us to discuss.
  • Errors caused by Fayesso (wrong customization printed/produced): Full refund or free replacement at our cost.

Whether an item is made-to-order is clearly indicated on the product page before you order. If you are unsure, please email support@fayesso.com before purchasing.

6. Cancellations

Orders can be cancelled free of charge before they enter production or shipping. Most orders enter production within 24 hours of being placed.

To cancel, please email support@fayesso.com with your order number as soon as possible. If your order has already entered production or shipping, we are unable to cancel it, but you may still return it under the 30-day satisfaction guarantee once it arrives.

7. Refund Processing

Once we receive and approve your return:

  • Refunds are issued to your original payment method.
  • Most refunds appear in your account within 5–10 business days after approval, depending on your bank or card issuer.
  • We will email you a confirmation when the refund is issued.

If more than 10 business days have passed since we confirmed your refund and you have not received it, please contact your bank first. If the issue persists, email support@fayesso.com and we will assist.

8. Return Shipping Costs

  • If the return is due to our error (damaged, defective, wrong item, our shipping mistake): We cover all return shipping costs.
  • If the return is for any other reason (change of mind, no longer wanted, sizing chosen incorrectly by customer): The customer is responsible for return shipping costs. The original shipping fee is non-refundable.

9. Exchanges

Because our items ship from multiple fulfillment locations, we do not offer direct one-for-one exchanges. If you would like a different size, color, or item, the easiest way is to:

  1. Place a new order for the item you want.
  2. Return the original item under our 30-day satisfaction guarantee for a refund.

Our team is happy to assist you with this — just email support@fayesso.com.

10. Items Not Eligible for Return

For hygiene, safety, or production reasons, the following are not eligible for return unless damaged, defective, or incorrect on arrival:

  • Items marked "Final Sale" on the product page
  • Items that have been used, washed, or altered
  • Made-to-order or personalized items (see Section 5)
  • Gift cards

11. Need Help?

If anything is unclear or you'd like help with a return, please reach out:

Email: support@fayesso.com Address: 1942 Broadway St. STE 314C, Boulder, Colorado 80302, United States Response time: Within 2 business days

We're committed to fair, fast, and friendly resolutions. If you ever feel your issue hasn't been handled properly, please see our Customer Dispute Resolution page.